CX & Process Improvement Manager

Sharp HealthCare; San Diego (CA); Hybrid; USD 76,305,000 - 120,609,000; Full time

Job summary

Sharp HealthCare is seeking a Manager of Customer Experience and Performance Improvement (CX&PI) for Sharp Health Plan. You will lead cross-functional teams to deliver top-decile performance and exceptional customer experiences among members, providers, brokers, and employers.

You will drive Lean Six Sigma initiatives, manage a team of analysts, and coordinate change management to sustain measurable improvements across the health plan and enterprise.

Qualifications

• Bachelor's Degree required.
• 5 Years of process improvement experience.
• Experience translating customer feedback into improvements.
• Experience with data analysis using Excel, SPSS, or R.
• Experience with data visualization using Tableau or similar.
• 3 Years leading cross-functional improvement efforts.
• 3 Years communicating with Executive leadership.
• Six Sigma Green Belt Certification required.

Responsibilities

• Change Management and Communication: lead lean initiatives and train teams.
• Data analysis and interpretation: monitor KPIs and dashboards for leadership.
• Human resource management: supervising staff, coaching, and performance reviews.
• Process improvement: manage improvement projects, guide data collection and root-cause analysis.
• Research and analysis: conduct VOC research and provide executive insights.

Skills

Process improvement

Data analysis

Lean Six Sigma

Cross-functional leadership

Executive communication

Education

Bachelor's Degree

Six Sigma Green Belt Certification

Six Sigma Black Belt (CSSBB)

Tools

Excel

Tableau

SPSS

R

Job description

Sharp HealthCare is seeking a Manager of Customer Experience and Performance Improvement (CX&PI) for Sharp Health Plan. You will lead cross-functional teams to deliver top-decile performance and exceptional customer experiences among members, providers, brokers, and employers.

You will drive Lean Six Sigma initiatives, manage a team of analysts, and coordinate change management to sustain measurable improvements across the health plan and enterprise.